Customer Support Representative

Job Title

Provides the various internal stakeholders with product, delivery, pricing, claims/returns and program information. Manages orders, including order entry and order changes. Expedites orders and shipments with operations. Responsible for maintaining accurate customer information, validating price, verifying order terms and conditions, confirming routing rules and entering shipment, quantity and date information. Emphasis is on world class customer service that is a competitive weapon and contributes to the growth of the business.

1. Receives, reviews and completes selected Purchase Orders (PO) and Purchase Order modifications in the various ERP systems by following the processes defined and tools provided.

2. Will be responsible for processing PO's for direct material.

3. Expedites orders to prevent customer line downs or machine downtime. Processes emergency and/or expedited orders and shipments in a timely manner.

4. Provides product information or leverages internal resources to fulfill requests.

5. Updates SO's to reflect date of corresponding PO's for indent sales orders.

6. Proves to be highly accurate, reliable and timely on activities delegated by the Sites.

7. Maintains accurate and organized order files, order acknowledgments.

8. Proactively communicates in a timely manner with external customers about order verification, order status, pricing and shipment status. Communicates in a timely manner with operations to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requests.

9. Should have good command over systems with a good typing speed.

10. Promotes customer satisfaction and achieves cycle time reduction through team-based problem solving.

11. Fosters an environment which promotes Eaton's goals and philosophy, encourages continuous improvement and builds stakeholder relationships.

12. Should work closely with SME on taking Adhoc projects for the process.

13. Should have experience of working in rotational or fixed night shifts.

14. Work toward to achieve high level of internal and external customer satisfaction and always ready to adapt as per customers requirement.

15. Maintaining a positive, empathetic, and professional attitude toward Stakeholders always.

16. Could hand hold and mentor on process to Newer team members.

17. Take ownership of customer/stakeholder's issues.

18. Troubleshoot problems and see them through to resolution.

19. Go the extra mile to engage stakeholders/Customer.

20. Contribute to Process improvement and automations.

Qualifications:

Bachelor's Minimum 3 years experience in Customer Service, Order Management, Call center atmosphere and or Materials related field.

Skills:

Understanding of Eaton business processes & systems Data entry skills, including proof reading Knowledge of ERP (Oracle), business intelligence platforms (Power BI, QlikView), order management (including MFG/PRO & Pharos) software programs Microsoft office (Excel, Word, PowerPoint Solid understanding of markets (customers, end customers and competitors) and how our products service those markets. Organization and time management skills Mathematical skills Reasoning ability Problem Solving Skills Phone skills and customer communication skills Out-of-the-box thinking Ability to quickly adapt to change and successfully manage urgent/high and multiple priorities. Understanding of Eaton Business Excellence Award (EBEA) requirements